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Hospitality and Tourism

Commitment to excellence
 

Option #1: Certified Front Desk Supervisor (DOE: AHLAE010)

Program Description:
Front desk agents provide many guest services. Often a guest’s first impression of a property is the result of the front desk agent’s skills and abilities. Front desk agents work in the lobby or reception areas of hotels, motels, resorts and other accommodation facilities. The position is challenging and varied, and offers the opportunity to work flexible hours and meet many new people (as well as welcome regular customers to the establishment).

 

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Employment Outlook:

Students are beginning career exploration earlier than ever before. The hospitality industry is one of dynamic growth potential, with over 200 industry careers available in a number of different disciplines. The travel and tourism industry directly employs more than 7.4 million individuals in the United States, and more than 221 million worldwide.

The American Hotel & Lodging Educational Institute has developed hospitality programs to introduce high school students to the opportunities available in the hospitality and tourism industry, with a focus on educating students on the career pathways and skills needed to build a long-term career.

Source: Bureau of Labor Statistics

Pre-requisite(s): None

Front Desk I

  • Components of professional image
  • Workspace overview and resources
  • Exceptional customer service
  • Managing telephone communication
  • Best practices of client support
  • Client privacy and personal information

Front Desk II

  • Components of professional image
  • Workspace overview and resources
  • Exceptional customer service
  • Managing telephone communication
  • Best practices of client support
  • Client privacy and personal information

Option #2: Certification in Customer Service (1 credit)

Program Description:

National Professional Certification in Customer Service is an industry-driven and endorsed credential that helps employers distinguish and recognize qualified customer service professionals, and help define career advancement opportunities for candidates. By earning the professional certification in customer service, candidates can demonstrate their knowledge and skills in work areas that employer’s value, and exhibit commitment to professional growth.

Employment Outlook:

Students are beginning career exploration earlier than ever before. The hospitality industry is one of dynamic growth potential, with over 200 industry careers available in a number of different disciplines. The travel and tourism industry directly employs more than 7.4 million individuals in the United States, and more than 221 million worldwide.

The American Hotel & Lodging Educational Institute has developed hospitality programs to introduce high school students to the opportunities available in the hospitality and tourism industry, with a focus on educating students on the career pathways and skills needed to build a long-term career.

Source: Bureau of Labor Statistics

Pre-requisite(s): None

TR- 0110 Customer Service I (.5 credits)

  • Communication Strategies
  • Conflict Resolution- difficult people
  • Critical elements of Customer Service
  • Building Relationships for Success
  • Managing Client Expectations
  • Upselling Existing Clients
  • Managing the Talkative Caller
  • Diversity and Inclusion

TR- 0115 Customer Service II (.5 credits)

  • Managing internal & external expectations
  • Goal setting and vision
  • Critical thinking- Dealing with Assumptions
  • Time Management for Peak Performance
  • Telephone techniques for Quality Service
  • Marketing and Sales
  • Negotiating for Results
  • Managing Retail Traffic
  • Managing Angry Customers

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